We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 356013 results
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Decision Reference DRN-4778026
8 Jan 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-4778026 The complaint Miss H complains that a car she acquired via a hire purchase agreement with N.I.I.B Group Limited trading as Northridge Finance wasn’t of satisfactory quality. She wants to reject the car and unwind the agreement. What happened In May 2023 Miss H entered into a... (3 pages)View decision Opens in new window -
Decision Reference DRN-5188006
8 Jan 2025 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-5188006 The complaint Mr M complains Chetwood Financial Limited trading as SmartSave didn’t give him a higher interest rate for his savings account, that was available during his maturity election window. What happened SmartSave contacted Mr M when his 2-year fixed rate savings acc... (2 pages)View decision Opens in new window -
Decision Reference DRN-5211496
8 Jan 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5211496 The complaint Miss C has complained that West Bay Insurance Plc unfairly cancelled her car insurance policy. What happened Miss C bought a car insurance policy through a broker with the insurer, West Bay. Her policy was a telematics policy. West Bay cancelled Miss C’s policy... (2 pages)View decision Opens in new window -
Decision Reference DRN-5046980
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046980 The complaint Mr C complains that Monzo Bank Limited blocked and closed his account without good reason and without proper assessment. He complains too that Monzo held onto the funds in the account and about the way in which it handled a data subject access request. What hap... (3 pages)View decision Opens in new window -
Decision Reference DRN-5248109
8 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5248109 The complaint Mr H complains that Scottish Equitable Plc trading as Aegon has failed to invest his pension savings in a professional manner. What happened Mr H held pension savings with Aegon. Those pension savings arose from a policy Mr H had opened in 2001 to receive pensi... (3 pages)View decision Opens in new window -
Decision Reference DRN-5212206
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5212206 The complaint Mr G is unhappy with several aspects of the service he’s received from Barclays Bank UK PLC. Mr G is assisted in this complaint by his authorised representative, whom for ease of reference I’ll refer to ‘Mrs X’. What happened Mr G suffers with chronic pain. In ... (5 pages)View decision Opens in new window -
Decision Reference DRN-5026061
8 Jan 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-5026061 The complaint Mr H complains about the information he received from Jarvis Investment Management Limited (Jarvis) in relation to his share holdings. He says that Jarvis, who was the custodian of his holdings, failed to inform him or his intended new broker, that it couldn’t ... (7 pages)View decision Opens in new window -
Decision Reference DRN-5213619
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5213619 The complaint Mrs E complains that Barclays Bank UK PLC closed her account without notice. What happened Mrs E had a current account with Barclays. On 1 May 2024, Barclays restricted access to Mrs E’s account while it carried out a review. Barclays then decided to close Mrs ... (2 pages)View decision Opens in new window -
Decision Reference DRN-5129536
8 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5129536 The complaint Miss H complains that Vitality Health Limited has unfairly declined her private medical insurance claim. What happened In April 2022, Miss H took out a private medical insurance policy through Vitality. The policy was underwritten on a moratorium basis. In Oc... (3 pages)View decision Opens in new window -
Decision Reference DRN-5141922
8 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5141922 The complaint Mr H complains that Starling Bank Limited blocked his account and delayed lifting the block. The result of the delay was that he had no electricity for a day. He says too that the bank did not notify him of the block. What happened On 2 June 2024 Mr H received ... (2 pages)View decision Opens in new window
